Senior Team Lead

Details

1. Requirements
   • Understanding of Outsourcing Contact Center Operations: Previous experience in customer support is essential.
   • Organizational Skills: Strong self-discipline, time management, punctuality, and accountability for team results.
   • Team-Oriented Approach: Focus on collective success and resolution of workflow inconsistencies.
   • Work Experience: At least 3 years in a call center or support service environment.
   • Leadership Experience: Minimum of 2 years in a Senior Team Lead or equivalent managerial role.
   • English Proficiency: Upper-intermediate (B2) level or higher.
2. Responsibilities
   • KPI Analysis and Improvement: Monitor key performance indicators, develop and implement strategies for improvement.
   • Team Management: Maintain team efficiency and identify risks that may affect performance. Support team development through feedback sessions and regular 1:1 meetings.
   • Schedule Management: Coordinate with the analytics department to ensure proper shift coverage; adjust weekly schedules as needed.
   • Communication: Maintain a high level of interaction with internal departments to ensure smooth operations.
   • Presentation Preparation: Create and deliver effective presentations.
   • Meeting Facilitation: Organize and conduct necessary meetings to ensure clarity of processes and team efficiency.
   • Financial Reporting: Submit, track, and monitor working hours, payroll, and bonuses.
   • Mentorship: Provide guidance and support for new team members.
3. We offer
   • Competitive Salary: Stable and competitive compensation.
   • Convenient Work Schedule: Five-day work week (Mon–Fri), 9:00 AM to 6:00 PM.
   • Comfortable Working Conditions: Cozy office environment or the possibility to work remotely with stable internet and electricity.
   • Development Opportunities: Career growth within a dynamic international company.